complaints procedure
COMPLAINTS PROCEDURE GS Sharestocks LTD (“the Company”) goal is to provide high quality investment and ancillary services to its clients. The Company defines a complaint as any objection a client may have with respect to the provision of any investment and ancillary services provided by the Company, therefore the Company considers any complaints as an opportunity to receive client feedback and make improvements to its services. In order to ensure a fair and quick process for handling complaints that may arise from our relationship, we require the complainants to submit their complaints in writing by completing the details requested in the Complaint Form. Clients’ request that do not fall under the definition of complaints as defined above such as inquiries, questions, assistance etc., should not be submitted through this method dedicated only to complaints. Inquiries, questions etc. should be directly communicated to the Customer support through the contact details disclosed on our website. The procedure’s scope is to differentiate the inquiries from the complaints that require investigation, in order to increase the speed of offering quick assistance to inquiries and question since, the complaints are treated with depth of severity and undergo formal detailed investigation where usually, additional time is required for concluding a thorough investigation. Thus, we would like to speedily deal with any issues arising by enabling the client to submit a complaint in the most convenient way. We encourage you to choose from the following available methods: 1. by e-mail to [email protected] 2. by fax to + (357) 25 334 440 3. by sending a letter to the Company’s address: GS Sharestocks LTD PO Box 52643 4066 Limassol, Cyprus
Important notes for the submission of complaints:
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
Please note that Complaints which do not contain the asterisks* marked details in the Form below, will not be considered. Where material or proof of claim is available, it is recommended to be provided since it may help speed up the process of the investigation. Upon receipt of the client’s complaint, the Company shall send a written acknowledgment to the client within five (5) business days from the date the complaint was received by the Company, confirming that the complaint has been submitted for investigation of the complaint actions to resolve the complaint and possibly also the approximate time required to investigate and conclude the outcome of the complaint, if this can be assessed immediately. The Company will send a written response to the client within one (1) month from the date the complaint is received. If the client complaint has not been dealt with within one (1) month period, the Company shall send the client a written preliminary response informing him/her about the status of their complaint and shall inform him/her of the remaining steps that are going to be followed in order for the complaint to be resolved. The maximum period for concluding a complaint’s investigation and provide the client with a final outcome of the investigation shall be within two (2) months or, in special circumstances, up to three (3) months.
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
Appendix 1 COMPLAINT SUBMISSION FORM Please fill in the below form and submit it to us though the means described in the Complaints Handling Policy if you wish to submit your complaint to GS Sharestocks Ltd (the “Company”). Complete, up-to-date as well as accurate information is required to be provided to the Company for the proper investigation and evaluation of your complaint. Please note that the below Complaint Form is only indicative and not exhaustive. The Company may request further information and/or clarifications and/or evidence as regards your complaint.
COMPLAINANT Name and Surname*: ID or Passport Number*: Country of nationality: Account Trading Number*:
CONTACT DETAILS OF THE COMPLAINANT Postal Address: City/Province*: Code: Country*: Telephone Number*: Email*: Subject of Complaint*: When did the complaint issue occur? On a scale from 1 to 10, please describe your satisfaction with the Company’s services? On a scale from 1 to 10, please describe your satisfaction with your Account Manager/Customer Support?
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
DETAILS OF THE COMPLAINT Description of the Complaint* (use a separate sheet if necessary):
Date when the Complaint was created: Financial Instrument(s): Account Manager (if applicable: I hereby certify and confirm that to the best of my knowledge, the information furnished above is true, accurate, correct and complete. *Date of submission of complaint:……………………………………………………………………………………….. *Signature of complainant: …………………………………………………………………………………………………………………. By typing your full name instead of hand signature, it may be considered as being your official signature.
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
Important notes for the submission of complaints:
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
Please note that Complaints which do not contain the asterisks* marked details in the Form below, will not be considered. Where material or proof of claim is available, it is recommended to be provided since it may help speed up the process of the investigation. Upon receipt of the client’s complaint, the Company shall send a written acknowledgment to the client within five (5) business days from the date the complaint was received by the Company, confirming that the complaint has been submitted for investigation of the complaint actions to resolve the complaint and possibly also the approximate time required to investigate and conclude the outcome of the complaint, if this can be assessed immediately. The Company will send a written response to the client within one (1) month from the date the complaint is received. If the client complaint has not been dealt with within one (1) month period, the Company shall send the client a written preliminary response informing him/her about the status of their complaint and shall inform him/her of the remaining steps that are going to be followed in order for the complaint to be resolved. The maximum period for concluding a complaint’s investigation and provide the client with a final outcome of the investigation shall be within two (2) months or, in special circumstances, up to three (3) months.
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
Appendix 1 COMPLAINT SUBMISSION FORM Please fill in the below form and submit it to us though the means described in the Complaints Handling Policy if you wish to submit your complaint to GS Sharestocks Ltd (the “Company”). Complete, up-to-date as well as accurate information is required to be provided to the Company for the proper investigation and evaluation of your complaint. Please note that the below Complaint Form is only indicative and not exhaustive. The Company may request further information and/or clarifications and/or evidence as regards your complaint.
COMPLAINANT Name and Surname*: ID or Passport Number*: Country of nationality: Account Trading Number*:
CONTACT DETAILS OF THE COMPLAINANT Postal Address: City/Province*: Code: Country*: Telephone Number*: Email*: Subject of Complaint*: When did the complaint issue occur? On a scale from 1 to 10, please describe your satisfaction with the Company’s services? On a scale from 1 to 10, please describe your satisfaction with your Account Manager/Customer Support?
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
DETAILS OF THE COMPLAINT Description of the Complaint* (use a separate sheet if necessary):
Date when the Complaint was created: Financial Instrument(s): Account Manager (if applicable: I hereby certify and confirm that to the best of my knowledge, the information furnished above is true, accurate, correct and complete. *Date of submission of complaint:……………………………………………………………………………………….. *Signature of complainant: …………………………………………………………………………………………………………………. By typing your full name instead of hand signature, it may be considered as being your official signature.
GS Sharestocks Ltd Chrysanthou Mylona 1, Panayides Building, 6th Floor, 3030, Limassol, Cyprus +357 25 654179
+357 25 334440
